Service Charter
When you deal with us, we will uphold our values of respect, integrity, and commitment. We will:
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treat you with courtesy and respect
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be helpful, accurate, professional, and respond within agreed times
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identify ourselves by name and, where appropriate, provide evidence that we are employees of Maritime NZ
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acknowledge all written correspondence and enquiries within 10 working days of receiving it
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answer all enquiries within 20 working days of receiving them, or provide regular progress updates if we need more time.
If you think we have not met our standards of service, you can make a complaint under this Service Charter.
Make a complaint
Use our online form to submit a complaint to us describing the standard or standards of service you believe we have not met. Include your contact details.
What we will do
We will:
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acknowledge your written complaint within 5 working days of receiving it
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tell you the name of the person, either a Maritime NZ staff member or an independent person, who will handle your complaint
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respond to your complaint without delay, and if it takes time to respond, provide you with regular updates
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write to you once we have made a decision, explaining our decision and describing any remedies.
We are committed to finding a mutually acceptable remedy if we have not met our service standards.
Remedies may include:
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sending you a formal apology
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providing you with a response, or accurate and complete information, if this was the basis of your complaint
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identifying and implementing corrective measures, for example, changing our policies or procedures to prevent a similar issue from happening again.
If you are not satisfied with the outcome or handling of a complaint made under this Service Charter, you can ask the chairperson of the Maritime NZ Authority to review the matter.
The Chair will:
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decide whether the board will review the complaint or appoint an independent person to do so
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set the terms of reference, the purpose and structure of the review in consultation with the board
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invite you, as the complainant, to comment and consider your written views as part of the review
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consider the review outcome and decide what action is appropriate in the circumstances.
We will tell you the final decision following the review, including any actions taken.
Send your request for review to:
The Chairperson
Maritime NZ
c/o The Director of Maritime NZ
Level 11, 1 Grey Street
PO Box 25620
Wellington 6140
New Zealand
The standards of service in this Service Charter, and the remedies described above, may not apply if:
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statutory decision‑making powers are involved, for example, decisions relating to:
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assessment, issue, suspension, and revocation of maritime documents
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assessment of applications for exemptions
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enforcement of the provisions of the Maritime Transport Act 1994 or the Health and Safety at Work Act 2015, including decisions to issue infringement notices or to prosecute offences under those Acts
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specific independent avenues of complaint or legal remedies already exist, such as matters involving:
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the Office of the Ombudsman
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the Office of the Privacy Commissioner, regarding the handling or release of private or official information under the Privacy Act 2020 and the Official Information Act 1982.
For more information
For copies of legislation, see: https://www.legislation.govt.nz/
Relevant Acts include:
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Crown Entities Act 2004
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Maritime Transport Act 1994
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Maritime Security Act 2004
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Health and Safety at Work Act 2015
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Official Information Act 1982
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Privacy Act 2020.
